Patient & Family Advisor

12 hours, 9 minutes ago
Full-time
Junior
Customer and Technical Support
InStride Health

InStride Health

InStride Health offers evidence-based virtual mental health care for children, teens, and young adults with anxiety and OCD. Their coordinated team approach and research-backed solutions aim to address the pediatric mental health crisis.

Health Care Providers & Services
51-250
Founded 2021
$26M raised

Description

  • Serve as the primary contact for prospective families through inbound and outbound calls, texts, and emails.
  • Educate families about InStride’s program, treatment methods, and clinical outcomes.
  • Build trusting relationships and provide empathetic, patient-centered guidance to families.
  • Proactively help families overcome onboarding barriers and keep the process moving forward.
  • Navigate insurance workflows, including eligibility verification, Single Case Agreements, and coordination with the authorization team.
  • Communicate directly with insurance representatives and advocate for families when needed.
  • Act as a liaison between families and internal teams such as Payer, Scheduling, Authorization, Growth, and Clinical staff.
  • Maintain accurate documentation in the CRM, internal systems, and help desk ticketing tools while following HIPAA requirements.
  • Pilot new workflows, participate in organizational projects, and share feedback to improve team processes.
  • Use and learn AI tools to automate tasks and improve daily workflows.

Requirements

  • Experience working closely with customers, patients, or families and handling difficult conversations over phone and digital channels.
  • General health insurance knowledge, including billing, verification, benefits, cost-sharing, and eligibility, is highly preferred.
  • Experience with HIPAA regulations and securely handling Protected Health Information is preferred.
  • Comfort navigating CRM platforms such as Salesforce or ZohoCRM and support ticketing workflows.
  • Ability to thrive in a fast-paced, collaborative environment and work through ambiguity.
  • Strong collaborative mindset and willingness to pilot new workflows and share constructive feedback.
  • Warm, empathetic communication style with a genuine passion for exceptional family support.
  • Availability to work full time from 11am-7pm Eastern Time, Monday through Friday.

Benefits

  • Starting annual salary of $57,000.
  • 401(k) with match.
  • Flexible PTO, paid holidays, paid service days, and a 4-week paid sabbatical.
  • 12 weeks of paid parental leave.
  • Health benefits starting on the first day.
  • Fully virtual work-from-home arrangement with periodic in-person retreats.
  • Opportunity to join a mission-driven company focused on pediatric mental health care.

Interested in this position?

Apply directly on the company website

Apply Now

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